Learners evaluate how well others describe their points of view in a workplace problem-solving situation. They then apply techniques for explaining their points of view as well as for gaining understanding of others' perspectives. This learning object contains audio.
Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.